Back to jobsEssential Functions / Key Responsibilities
Job Description
- Maintains all contact center scheduling records for daily and weekly schedules; This includes shift changes, unplanned absences, exceptions, adjustments, lunch, meetings, training and new hire schedules received through WDE.
- Maintains effective daily workforce schedules, based on anticipated call and processing volumes and historical trends. Works with contact center management to reschedule staff and/or activities in support of service level goals
- Forecasts call/processing task arrival and builds staffing and scheduling plans to meet business goals and objectives for catastrophes (CAT), holidays and other special events.
- Manages workflow automation software and ensures system is at full potential. Using data from management and scheduling software, prepares forecasts of contact center staffing on a daily, weekly, monthly and priority basis.
- Work and process tickets following SOP.
- Works with contact center management, team leaders, functional managers and others to schedule training, reschedule staff or reroute calls/processing tasks to match customer call volumes.
- Builds and maintains agent skilling in Genesys and IEX/Verint. Audits skilling in accordance with internal audit guidelines.
- Analyzes individual skill staffing, in complex, multi-skill environments, ensuring sufficient coverage is in place to meet all service delivery goals. Works with training team to organize any training needed to maintain sufficient skill staffing.
- Attends training given by software vendor, learning how to use all modules. Trains others on contact/processing management software.
- Meets with all levels of management to discuss most efficient ways to use staff resources. Alerts management to problems handling customer volumes; presents possible solutions.
- Makes recommendations for cross-training and overtime needs.
- Builds and updates management system rules ensuring proper recruitment of extra hours/time off and management of off phone activities.
- Recommends/facilitates all agent bidding (schedule/vacation).
- Provides new hire shift recommendations.
- May perform other responsibilities as assigned
- analyze contact center volume and workforce staffing, and recommend solutions to workflow problems. Ability to learn/work in several Contact center management, data gathering and data analytics systems.
- Maintains confidentiality relative to the organizational strategies, objectives and practices